L1 Service Desk Analyst 24x7

PERSOL; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Jora Malaysia is seeking an L1 Service Desk Analyst to be the first point of contact for IT issues, delivering timely support and high customer satisfaction.

You will log, diagnose, and resolve incidents or escalate as needed, maintaining clear documentation and status updates to users. The role requires English, Mandarin, and Cantonese communication, and may involve shift work including weekends.

Qualifications

• Diploma or Degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in IT support/service desk role.
• Basic understanding of IT systems and troubleshooting techniques.
• Familiarity with ITIL practices is an advantage.
• Proficient in English, Mandarin, Cantonese; speaking Cantonese is a must for Mandarin/Cantonese-speaking clients.
• Good interpersonal and communication skills.
• Strong problem-solving and analytical abilities.
• Customer-oriented with a service mindset.
• Ability to work in a fast-paced, team-oriented environment.

Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
• Perform initial diagnosis and attempt to resolve issues related to: password resets and account access, email and collaboration tools, OS and basic hardware troubleshooting, network connectivity (Wi‑Fi, VPN).
• Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
• Monitor open tickets and ensure timely follow-up and closure.
• Maintain detailed and accurate documentation of user interactions and solutions provided.
• Provide status updates and communication to users on ticket progress.
• Follow knowledge base articles and SOPs to ensure consistency.
• Participate in shift rotations (if applicable), including weekends and holidays as required.

Skills

English proficiency

Mandarin

Cantonese

Communication skills

Problem solving

Teamwork

Interpersonal skills

Education

Diploma or Degree in Computer Science/IT

Tools

ServiceNow

BMC Remedy

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Job Description:

The L1 Service Desk Analyst is the first point of contact for all IT-related issues and requests. The role involves logging, categorizing, and resolving incidents and service requests or escalating them to higher support levels as needed. The analyst ensures high customer satisfaction by delivering timely and effective IT support.

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
• Perform initial diagnosis and attempt to resolve issues related to:
• Password resets and account access
• Email and collaboration tools
• Operating system and basic hardware troubleshooting
• Network connectivity (Wi-Fi, VPN)
• Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
• Monitor open tickets and ensure timely follow-up and closure.
• Maintain detailed and accurate documentation of user interactions and solutions provided.
• Provide status updates and communication to users on ticket progress.
• Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
• Participate in shift rotations (if applicable), including weekends and holidays as required.

Required Skills & Qualifications:

• Diploma or Degree in Computer Science, Information Technology, or related field.
• 0–2 years of experience in an IT support/service desk role.
• Basic understanding of IT systems and troubleshooting techniques.
• Familiarity with ITIL practices is an advantage.
• Proficient in English, Mandarin, Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients (spoken is must); other languages are a plus.
• Good interpersonal and communication skills.
• Strong problem-solving and analytical abilities.
• Customer-oriented with a service mindset.
• Ability to work in a fast-paced, team-oriented environment.

Desirable Certifications:

• ITIL Foundation
• CompTIA A+
• Microsoft Certified: Modern Desktop Administrator Associate (or similar)